Mumbai's RTO portal to log and track complaints

The transport department is working with a private IT firm to develop the portal.Somit Sen | TNN | October 13, 2016, 10:53 IST

Soon, you will be able to register grievances regarding issuance of driving licence, car registration or errant auto and taxi drivers on a user-friendlyportal that the state transport department plans to introduce. You can also track the status of your complaints daily on the portal.

The transport department is working with a private IT firm to develop the portal. “Customers can voice their grievances and get them redressed at the earliest. They can also escalate the complaint to higher officials if they are not satisfied,” said a senior transport officer.

Today, RTOs has a toll-free helpline (1800-22-0110) and an email address where people can file a complaint. But these are “one-way” modes, as one cannot track the status of the complaints.

“It will be compulsory for officials to respond to the complaint and give their comments. Citizens will also be able to log in and get status updates on the complaint on a daily basis. The complaint can be closed only by the complainant,” the officer stated.

It is learnt that the new portal will be developed in English and Marathi. “Citizens will be able to toggle between languages, However, the portal, by default, will open in Marathi,” an officer said.

Commuter rights activists have welcomed the new system. At the end of month, the transport commissioner’s office will seek reports from the local RTOs on the grievances registered and the resolution time. This will help the superiors keep track of areas from where maximum complaints are being lodged and prepare a list of habitual offenders.